As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving/avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues. Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management. Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction. Both a Bachelors and Masters degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position. In addition, experience with Oracle*s core products, applications, and tools.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Who is Advanced Customer Services - OFS Oracle Functional Services?
Oracle Advanced Customer Services is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology , First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.
Advanced Customer Services is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries Thousands of customers around the globe rely on Advanced Customer Services for high performance and the efficient operation of their most critical business processes on Oracle environments Lifecycle management
Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).
Behavioral Skills (Required)
• Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists.
• Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
• Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is.
• Good organizational skills. Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible. Also able to revise this plan as new data is obtained without appearing that there was no plan.
• Ability to persevere in the face of obstacles and ensure customer’s success.
• Self starter, works well unsupervised or with limited supervision.
• Detail Oriented (Process orientation preferred)
Technical & Analytical Skills (Required)
• Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process.
• Detailed Functional and technical knowledge of more than one modules in any of the following Oracle Cloud Financial Modules Fusion Application Suites (ERP - SaaS) - Oracle EBusiness Suite
Desired Functional Skills:
This position is for supporting Fusion Applications, particularly under the Oracle Cloud Financial Modules (GL, AP, AR, FA, IBY, CST and ZX ) , and good Skills in SQL, OTBI/ BIP/FRS reports, FBDI, ADFDI, BPM workflows.
• Complete tasks efficiently and in a timely manner, effectively communicate and drive project deliverables
• Interact with the project team members responsible for developing reports, interfaces, data conversion programs, and application extensions
• Provide status and issue reports to the Project Manager/Client on a regular basis
• Basic Knowledge of Oracle Fusion Supply Chain modules is preferred
• Support clients with the execution of test scripts
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Career Level - IC4